Overview

The Service Delivery Manager (SDM) is a role, career path, and core delivery competency at EPAM, closely related to the Delivery Manager position, with a strong emphasis on end‑to‑end ownership of service delivery and service management. The SDM is accountable for ensuring that services deliver measurable business value, operate reliably at scale, and continuously improve in line with client expectations, contractual commitments (KPIs/SLAs), and EPAM delivery standards. The role spans steady‑state service operations, service transition, governance, and continuous improvement, acting as the primary interface between the client and EPAM delivery teams.

Responsibilities

  • Own end-to-end service delivery across Managed Services, Shared Services, and hybrid service models
  • Lead and continuously improve Incident, Problem, Request, Change, and Escalation Management processes aligned with ITIL / ITSM best practices
  • Act as the primary escalation point for service disruptions and critical operational issues
  • Ensure services consistently meet agreed KPIs, SLAs, Quality of Service targets, and operational commitments
  • Monitor operational pipelines and service queues to ensure timely and effective handling of incoming and concurrent service requests
  • Oversee daily operations, operational deadlines, and recurring service deliverables
  • Define, maintain, and govern Service Level Agreements (SLAs), Operational Level Agreements (OLAs), service expectations, and reporting frameworks
  • Maintain a strong understanding of client business needs and ensure services deliver clear business value
  • Facilitate regular service review meetings to discuss performance, risks, escalations, and improvement opportunities
  • Drive and protect client satisfaction metrics, including CSAT and NPS, through proactive service leadership
  • Act as the Single Point of Contact for the client for all Service Transition-related topics, changes, and escalations
  • Plan, execute, and control transitions from project delivery to steady-state operations
  • Ensure creation and maintenance of all Service Transition documentation
  • Define and manage Early Life Support (ELS) agreements, including entry/exit criteria and ELS support models
  • Initiate, lead, and track continuous service improvement plans (CSIP) based on delivery data, service metrics, incidents, and stakeholder feedback
  • Ensure incident root cause analysis results in measurable preventive and corrective actions
  • Drive improvements in service stability, efficiency, quality, and cost effectiveness
  • Provide strong operational leadership and hands-on problem-solving in complex service situations
  • Mentor and guide technical, DevOps, and operations teams in service delivery best practices
  • Foster collaboration across engineering, QA, security, infrastructure, and cloud teams

Requirements

  • 8+ years of proven service delivery experience in a high‑tech environment, delivering complex services or long‑running service engagements
  • Technical background, good understanding of architecture, knowledge of engineering techniques and processes
  • Strong hands‑on experience with ITIL / ITSM frameworks and service delivery methodologies
  • Deep understanding of end‑to‑end service delivery, including application and infrastructure support, testing, and security services
  • Experience managing KPI‑ and SLA‑driven engagements
  • Ability to analyze and resolve complex service delivery issues across incident, problem, service level, quality, and governance domains
  • Understanding of Cloud and DevOps delivery models
  • Demonstrated ability to deliver results on schedule, within budget, and with high quality
  • Proven experience driving continuous improvement using service metrics and delivery data
  • Strong stakeholder management and communication skills; English level B2+ or higher

Poland (Prod)

We gather like-minded people:

  • Engineering community of industry professionals
  • Friendly team and enjoyable working environment
  • Flexible schedule and opportunity to work remotely within Poland
  • Chance to work abroad for up to 60 days annually
  • Business-driven relocation opportunities

We provide growth opportunities:

  • Outstanding career roadmap
  • Leadership development, career advising, soft skills, and well-being programs
  • Certification (GCP, Azure, AWS)
  • Unlimited access to LinkedIn Learning, Get Abstract, Cloud Guru
  • English classes

We cover it all:

  • Stable income (Employment Contract or B2B)
  • Participation in the Employee Stock Purchase Plan
  • Benefits package (health insurance, multisport, shopping vouchers)
  • Strategically located offices featuring entertainment and relaxation zones, table tennis and football, free snacks, fantastic coffee, and more
  • Referral bonuses
  • Corporate, social and well-being events

Please, note:

  • The set of bonuses might vary based on the role you apply for – specifics will be discussed with our recruiter during the general interview.
  • We will reach out to selected candidates exclusively.

[epamgdo] Poland (About EPAM)

EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.